Director, Product Management

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The Director, Product Management will lead development of next‑generation IVR and conversational automation capabilities, including the modernization of our voice self‑service ecosystem. This role requires a leader with deep expertise in IVR platforms—particularly Google GECX/Playbooks and related Google Contact Center AI tooling—who can deliver generative and agentic IVR experiences that dramatically improve customer outcomes and operational performance.

You will own the full product lifecycle for our Centerwell IVR and voice automation portfolio, from strategic roadmap creation to production delivery and continuous improvement. This leader must pair strong technical fluency in modern IVR architectures with a proven track record of delivering measurable value through intelligent automation, LLM‑powered dialog flows, and multimodal conversational experiences. IVR & Conversational AI Leadership

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Lead the vision, strategy, and execution for our enterprise IVR ecosystem, with a deep focus on modernization, automation, and scalable platform design

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Own roadmap creation and delivery for IVR capabilities using GoogleGECXincluding voice bots, routing logic,LLM/NLU/NLP models, call intent prediction, and virtual‑agent experiences

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Drive adoption of generative and agentic IVR capabilities, enabling dynamic dialog generation, autonomous task handling, and context‑aware workflow orchestration

Product Strategy & Delivery

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Translate business priorities and customer pain points into actionable technical product strategies for IVR and conversational automation

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Build and lead high‑performing product teams; hire and develop talent with strong IVR, NLU, and conversational AI expertise

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Validate product effectiveness through measurable KPIs such asintentcapture/accuracy,authentication,containment, deflection, CSAT/NPS, and call‑efficiency improvements

Cross‑Functional Collaboration

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Partner with engineering, operations, contact center, analytics, CX, and UX teams to deliver best‑in‑class IVR solutions

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Serve as the primary business representative for all IVR‑related initiatives, ensuring strong alignment across the enterprise

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Drive governance, consistency, and standards across IVR platforms, ensuring clean architecture, reusable components, and scalable design patterns

Operational Excellence

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Support delivery teams through active leadership, removing blockers and ensuring initiatives meet quality and cost expectations

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Conduct solution‑wide evaluations to identify improvements across architecture,LLM/NLU models, routing, and system integrations

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Manage risks, dependencies, and cross‑team prioritization for all IVR and conversational AI initiatives

Use your skills to make an impact

Required Qualifications

- Bachelor’s Degree

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8+ years of product management or technology leadership experience with at least 5+ years focused on IVR and voice automation

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Deep hands‑on experience withIVRplatformssuch asGoogle,Genesys,etc.

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Proven delivery of generative‑AI‑powered and agenticIVRconversational experiences

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Strong understanding of IVRself-service, digital deflection, callrouting, telephony, SIP, APIs, and backend system integration

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Experience delivering multi‑year product roadmaps with agile and human‑centered design practices

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Strong leadership skills and ability to manage, coach, and grow high‑performing teams

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Excellent communication skills with executive presenceand demonstrated ability to present and influence C-Suite Leadership

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Demonstrated success with OKR‑driven product delivery

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Experience managinglargeenterprise‑scale, cross‑functional initiatives

Preferred Qualifications

- MBA or Master’s Degree

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Healthcare(Primary Care, Pharmacy, etc.)experience

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Experience modernizing legacy IVR into cloud‑nativeconversationalvoice platforms, specifically Google GECX/Playbooks

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Direct experience le